Guest Services Representative

Hendrick Automotive Group; Kansas City (MO); On-site; USD 32,000 - 42,000; Full time

Job summary

Hendrick Lexus North in Kansas City, MO seeks a Guest Services role focused on delivering a welcoming guest experience and supporting the sales department with accurate records and daily reports.

The position requires strong interpersonal and organizational skills, experience in customer service, and the ability to manage multiple logs and logs. Flexible shifts and path to growth within the dealership are available.

Qualifications

• Previous customer service experience desired.
• Excellent interpersonal, communication, and organizational skills are required.

Responsibilities

• Performs opening and closing Guest Services procedures.
• Answers incoming phone calls in a courteous, prompt, and professional manner.
• Directs phone calls to the appropriate person.
• Takes accurate messages.
• Directs customers to the appropriate person or department.
• Manages the desk log, phone up log, loaner agreement log, dealer plate log, and gas card log.
• Tracks and filters all incoming calls and takes messages.
• Communicates effectively with Guest Services Manager and Greeters.
• Reconciles/updates data entry with dealership software.
• Produces Daily Reports: Daily Update and Performance Metric.
• Walks around the showroom hourly to offer refreshments to guests.
• Provides a warm, positive and happy environment for Guests and teammates.
• Helps maintain a clean and comfortable environment.
• Provides new hire Customer Management training when requested.
• Maintains CSI at or above Company standards.
• Maintains an organized, clean and safe work area.
• Participates in required training.
• Records all hours worked accurately in the timekeeping system
• Follows Safeguards rules and regulations.
• Demonstrates the Company’s Core Values.
• Complies with Company policies and procedures.

Skills

Customer service

Phone etiquette

Interpersonal skills

Communication

Organizational skills

Microsoft Office

Dealership software

CRM systems

Teamwork

Attention to detail

Education

GED

High School Diploma

Associate Degree

Bachelor Degree

Master Degree

Doctorate Degree

Valid Driver’s License

Automobile Salesperson License

Accounting

Automotive

Business

Human Resources

Information Technology

Tools

Dealership Management System

Web-based applications

Microsoft Office

Job description

Hendrick Lexus North (Kansas City)

Location: 9300 NW Prairie View Rd, Kansas City, Missouri 64153

Summary

Ensures friendly and receptive environment for guests and provides administrative functions of the sales department through accurate recording of customer traffic and production of reports with critical sales process metrics.

Supervisory Responsibilities

This job has no direct supervisory responsibilities.

Essential Duties and Responsibilities

Include the following:

• Performs opening and closing Guest Services procedures.


• Answers incoming phone calls in a courteous, prompt, and professional manager.


• Directs phone calls to the appropriate person


• Takes accurate messages.


• Directs customers to the appropriate person or department.


• Manages the desk log, phone up log, loaner agreement log, dealer plate log, and gas card log.


• Tracks and filters all incoming calls and takes messages.


• Communicates effectively with Guest Services Manager and Greeters.


• Reconciles/updates data entry with dealership software.


• Produces Daily Reports: Daily Update (1, 5, Close), Performance Metric (core Guests Services reports).


• Walks around the showroom hourly to offer refreshments to guests.


• Provides a warm, positive and happy environment for Guests, their children and fellow teammates.


• Helps maintain a clean and comfortable environment (monitor facility)


• Provides new hire Customer Management training when requested


• Maintains CSI at or above Company standards


• Maintains an organized, clean and safe work area


• Participates in required training


• Records all hours worked accurately in company timekeeping system


• Follows Safeguards rules and regulations.


• Demonstrates the Company’s Core Values


• Complies with Company policies and procedures


• Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.


• Other duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with medical conditions to perform the essential functions.

Desired Education

• GED


• High School Diploma


• Associate Degree


• Bachelor Degree


• Master Degree


• Doctorate Degree

Field of Study / Work Experience

• Accounting


• Automotive


• Business


• Human Resources


• Information Technology

Desired Work Experience

• up to 3 years


• 3-5 years


• 5+ years

Education / Experience

Previous customer service experience desired. Excellent interpersonal, communication, and organizational skills are required.

Certificates and Licenses

• Valid Driver’s License


• Automobile Salesperson License

Computer Skills

Intermediate skills in Microsoft Office Products. Ability to learn Dealership Management System and web based applications utilized in operations.

Communication Skills

Ability to understand and follow instructions. Ability to communicate effectively with customers and company personnel.

Attendance Expectations

The position requires regular and predictable attendance. Scheduled shifts may include evening hours, weekends, and holidays.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk, stand, sit; use hands to finger, handle, and feel.

Environment Demands

Duties are performed primarily in the showroom or outdoor sales lot. Heavy phone work. Work includes frequent clerical and administrative responsibilities and interaction with customers and employees. Due to the nature of this position, employee may be exposed to various work environments.

Verbal and Writing Ability

Ability to read and comprehend instructions, correspondence, and memos.

Math Ability

Ability to add, subtract, multiply and divide.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions. Ability to deal with standardized situations.

Core Values

To perform the job successfully, an individual should demonstrate the following Core Values:

Servant Leadership

Servant Leaders consciously put the needs of others before their own, because to serve people is to value them.

Teamwork through Trust & Respect

Diversity is strength, and when we trust and respect one another we can work as a team to achieve at a high level.

Integrity

Being honest and transparent with people, in an effort to do the right thing within the letter and spirit of the law, drives every action we take and every decision we make.

Commitment to Customer Enthusiasm

Every day we recommit ourselves to the customer experience, and we are empowered to exceed the expectations of our customers.

Passion for Winning

Hendrick’s tradition of winning is based on the idea of striving to be the best, not the biggest, and is therefore defined by how we treat our people.

Accountability at All Levels

Taking ownership of our actions and our decisions allows us to grow as individuals, and support each other as a team.

Commitment to Continuous Improvement

Every day we soften our hearts as well as our egos, in order to seek out and improve upon areas of opportunity within ourselves and our team.

This job description in no way states or implies that these are the only duties and responsibilities to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor. This job description is subject to revision at the discretion of the company.

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. For more information regarding the EEOC, please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf.